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So last night I rung HTC to ask them to repair my phone (I have been given previous advice to fix the common rebooting problem to no avail), they told me UPS would collect my phone tomorrow between 1pm-5pm.
This morning at 11.20am (when I was in bed) I get a loud knock on the door and look out the window to see a UPS van outside, without thinking I grabbed my package and handed it to the man who said thanks and put it in his van and left. About 30 minutes later I was thinking about it and thought 'hold on a minute he didn't give me a receipt or ticket to confirm the pickup'.
Is this a problem, say for example if HTC don't receive my phone?
Thanks in advance!
Hi,I had the same issue last week when I sent mine in for repairs due to the reboot issue.I handed mine to the UPS guy but didn't get a ticket or receipt off him.After about 10 mins,i decided to give HTC a call to find out if I've made a mistake not signing form or getting a ticket of some sort,to confirm my device had been picked up.I was told it was fine and the next day got an email from HTC confirming they received the package.Try giving HTC a call to verify the status of the repair.I'm sure the UPS guy would have delivered it by now.
TheCodfather said:
So last night I rung HTC to ask them to repair my phone (I have been given previous advice to fix the common rebooting problem to no avail), they told me UPS would collect my phone tomorrow between 1pm-5pm.
This morning at 11.20am (when I was in bed) I get a loud knock on the door and look out the window to see a UPS van outside, without thinking I grabbed my package and handed it to the man who said thanks and put it in his van and left. About 30 minutes later I was thinking about it and thought 'hold on a minute he didn't give me a receipt or ticket to confirm the pickup'.
Is this a problem, say for example if HTC don't receive my phone?
Thanks in advance!
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Click to collapse
I've found that when company's pick up something for repair or anything like that, they don't give you a receipt. They just bugger off and leave. I've never had a problem and never wondered about this because:
1) It is out of my control
2) If anything happens to the package then it isn't my fault
You can always blame them
TheCodfather said:
So last night I rung HTC to ask them to repair my phone (I have been given previous advice to fix the common rebooting problem to no avail), they told me UPS would collect my phone tomorrow between 1pm-5pm.
This morning at 11.20am (when I was in bed) I get a loud knock on the door and look out the window to see a UPS van outside, without thinking I grabbed my package and handed it to the man who said thanks and put it in his van and left. About 30 minutes later I was thinking about it and thought 'hold on a minute he didn't give me a receipt or ticket to confirm the pickup'.
Is this a problem, say for example if HTC don't receive my phone?
Thanks in advance!
Click to expand...
Click to collapse
Nothing to worry about there mate, the second the device is took into that van its confirmed as being picked up. After that if the device goes missing its either down to UPS or HTC.
Thanks for the advice there guys. I rung up HTC who gave me a tracking number, it's been sitting in UPS's Northampton depot since 5.30am this morning, where it will remain until Monday evening, UPS are so useless.
heres a time line and a brief explantion of things
aug 14th 2010 got brand new and first evo
sept 10th took phone back in to show it had a problem charging, they offered me a brand new replacement but i had to wait about 3 weeks to get one. the charg issue is due to all evos not trickle charging, apparently this is not defective its just how phones are made now
early october 2010 new phone finaly shows up, and has worked great until:
june 29 i discovered my phone wouldnt always charge via usb charge port, sprint tech says this is a known issue and they will replace it for free but they are out of stock, say it will be a few days and they will call me
july 21 i call them and asked why i havent heard from them they said they should have called, they said they did, i said check my call logs they said fine, we didnt call you. they said my refub was in
july 23 i show up to get phone and on the way home i notice the camera has a big yellow spot in the middle of the lcd and it shows up in all my pics and vids so i:
july 23 went back to get anther replacement and they said they would replace it again, but they are on back order again,
july 27the my replacement is in. but i cant makd the trip today
july 28 i make the trip and get my replacement again, later in the day i notice my replacment phone is answering calls on speaker phone. later in the night i decided to find out why.
well it looks like it may have something to do with a bad usb port again and it thinking it is docked
i rebooted a few times and i noticed that the car panel was opening on its own, well i went to settings and disabled this from auto startup and even though car panel isnt auto running now that i can see it still answers my phone in speaker phone.
also i put it on the charger over night and it didnt charge.
in summary, its been almost a month a 2 refurbs later and i am still trying to get a phone that works
i am the guy who asked about a month ago about how i would like to know how to negotiate for a evo 3d, well here i am not getting what i would even consider a fair shake, let alone a awesome one.
so what do folks think my options are?
is getting a evo3d an option? what about a NEW evo, not a refurb.
should i continue to deal with the sprint store, i know its not their fault but this is a 35minute drive one way to go fetch all these broken phones, or should i contact sprint customer support via telephone?
My advice is to call Sprint and bug them until they send you a NEW phone. I'm not saying it will be an easy call to get through, but it might go smoothly if you have this history.
Having said that, I feel like I've seen fixes for the car dock thing . . . but that may require rooting, and after this many replacements I'm sure you're on GB and would have to wait until a root method is developed. (It might come as early as tonight, but it also might never happen.)
My advice is to call Sprint and bug them until they send you a NEW phone. I'm not saying it will be an easy call to get through, but it might go smoothly if you have this history.
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Click to collapse
Yep exactly. The same thing happened to me last year. I went through 6 refurbs, all had different problems. Refurbs are horrible, they are never fixed correctly, and if the phone had multiple issues, they will usually only fix one, leaving the other things still broken.
Call sprint, talk to Account Services. Tell them you will cancel your plan if they dont send you out a NEW phone. Tell them you are tired of going into the store every day for another problem with the phone. Also tell them that if they want to keep giving you refurbs, you will keep returning them until you get a perfect phone, whic is stupid for them because it would just be way cheaper to just give you a brand new one.
Mines had the same usb problem, I got a brand new evo on the spot and I was in and out in 30mins.(saw the rep pull out an evo box and took out the phone in the original factory plastic, no refurb)
They're not going to budge on the evo 3d, You can ask for a nexus S since its the next compareable phone to the evo.
potna, I feel your pain. The joke in my shop it that "does it work?" isn't in the refurb checklist before sending them out. I personally have gone through 5 refurbs for one customer over a two week period because every refurb was defective. The District S&R Supervisor ended up BUYING the customer a new Evo. It's gotten to the point that this "swap up" program that offers a Nexus or Shift seems to be the solution. Granted, fixing the Evo's right the first time would have been my choice but I don't make policy.
My suggestion is to either take the Nexus/Shift swap or when you go back to the store have the service manager contact regional to get authorization for a new Evo. This will be much easier than dealing with the red tape that Customer Service will put you through.
My friend is planning on buying a used EVO. He's wondering just "how used" it is though. Is there a way to tell when the phone was originally activated, and how many minutes have been used in the lifetime?
The amount of time that a person spent talking on the phone doesn't necessarily give you a good idea of how much it has been used. I don't talk on the phone often - maybe a couple of two or three minute calls here or there. When my boyfriend is out of town (about every other weekend) we talk for a while, but other than that I don't use the phone part of my phone very often. I do abuse the crap out of it though.
Even if someone talked on it constantly, it wouldn't mean problems would occur. My first two Evos were brand new. The charging port broke on the first one within a month. The second one had irreparable software issues that caused me to return it within two weeks. I've had this Evo for almost a year and it was refurbished.
I do know that there are dialer codes that will give you more information, like if it has been refurbished or not. I don't know what the codes are or what information you'll get from them, but it's a place to start. Maybe you can find them through a Google search or something.
Sent from my Evo + MIUI using Tapatalk!
I agree with plainjane on this. I use about 45 minutes per month on my phone. Sometimes I use less than that. However, I am a text and data whore. The first phone I had was brand new because I bought it the morning the Evo was released. Six hours later I was robbed at gunpoint and my phone was stolen. So I got a replacement. It spent some time as stock and then I rooted it. Phone worked perfectly but I had dropped it a few times. The case was cracked slightly but nothing too visible. Then I cracked the screen. So I got a third one. And this one has been physically treated like a baby but has been flashed to hell with various ROMs and software packages.
##786# gets you revererse logistics support. You can see all info and reset if you want, just saying
##786# will give you the activation date as well as call time history, data useage history, etc.
Just wanted to share this, thought its interesting.
on the 23rd of august 2011 i sent my defy in to the service center (jayanagar, bangalore) because of that earpiece problem and got it back the next day.. on recieving the phone i noticed that all 6 of the side screws had been improperly handled and the casing around each screw was now cracked, so i brought it to the notice of the guy there. they kept claiming that it wasnt a problem and that it would still be a perfect seal and what not so eventually i signed the form and left.
since then ive had a few minor drops and splashes but nothing much until 1.5 months ago when the phone came in contact with about 3cm of water fpr a minute and when i took it out, there was water under the screen!! i freaked and put the phone out in the sun for about two days and the water dried out but i was angry as this was because if the service center's mistake. i went back to them immediately and they began to deny everything. they said it wasnt possible and so on and finally asked me to file a "case" with the moto call center, so i did. the center said the issue would be resolved in 24 hours, but they took way longer. after 3 weeks i got a call from the call center saying my phone was ready and i could go collect it. but the fact was i was using the phone right then (lol) and on explaining this they got confused and said they'd call back (they didnt). i waited a few days and called them, they said i could go to the service center and they would fix the phone. at the service center they asked me to call the helpline to verify this approval.. they guy took my phone, went into the "restricted area" and came out 2 mins later saying that they wouldnt be repairing it.. i was shocked and took the phone, asking the helpline guy why the change in decision - to which he said that i hadnt mentioned that it had been some 6 months since id given it for service so they couldnt do anything. i started aruging again and they gave me the regional head's phone number and asked me to repeat everything to him. i tried calling the guy for an hour, and throughout his phone was either busy or when it rang he never picked up. at this point, the service center manager (i think - he was the head or something) came out and heard me out again (i was with my dad btw). the guy then began spouting things like motorola actually makes false claims and that the phone isnt actually water resistant at all, etc and that motorola just made the advertisement to lure in customers. i tried telling him that it was specifically mentioned that it is certified to last for 30 mins under 1m of water, but he said it was rubbish and that he had 4 other similar problems and those phones were in the center for months because moto didnt respond and didnt care. i left in disgust and tried the regional head's number once again - and got through!
i spoke to him and explained everything (once again) and he told me that within a week it would be rectified, and that i should go give itto the sevice center. i went back, they didnt believe me so they spoke to the reg. head and finally took the phone (it was running acustom rom at the time btw - it showed up as a defy plus that too ). i kept following up with them everyday but they kept saying the part wasnt available so it would take time. 3 weeks passed liek this, after which i went and took back the phone and asked them to call me when the part comes in. i used it for another 2 weeks or so, and gave it to them today (running CM9 this time ) and they replaced the entire casing and now i have a brand new defy! (my warranty expires in 4 days haha)
jayeshrc said:
Just wanted to share this, thought its interesting.
on the 23rd of august 2011 i sent my defy in to the service center (jayanagar, bangalore) because of that earpiece problem and got it back the next day.. on recieving the phone i noticed that all 6 of the side screws had been improperly handled and the casing around each screw was now cracked, so i brought it to the notice of the guy there. they kept claiming that it wasnt a problem and that it would still be a perfect seal and what not so eventually i signed the form and left.
since then ive had a few minor drops and splashes but nothing much until 1.5 months ago when the phone came in contact with about 3cm of water fpr a minute and when i took it out, there was water under the screen!! i freaked and put the phone out in the sun for about two days and the water dried out but i was angry as this was because if the service center's mistake. i went back to them immediately and they began to deny everything. they said it wasnt possible and so on and finally asked me to file a "case" with the moto call center, so i did. the center said the issue would be resolved in 24 hours, but they took way longer. after 3 weeks i got a call from the call center saying my phone was ready and i could go collect it. but the fact was i was using the phone right then (lol) and on explaining this they got confused and said they'd call back (they didnt). i waited a few days and called them, they said i could go to the service center and they would fix the phone. at the service center they asked me to call the helpline to verify this approval.. they guy took my phone, went into the "restricted area" and came out 2 mins later saying that they wouldnt be repairing it.. i was shocked and took the phone, asking the helpline guy why the change in decision - to which he said that i hadnt mentioned that it had been some 6 months since id given it for service so they couldnt do anything. i started aruging again and they gave me the regional head's phone number and asked me to repeat everything to him. i tried calling the guy for an hour, and throughout his phone was either busy or when it rang he never picked up. at this point, the service center manager (i think - he was the head or something) came out and heard me out again (i was with my dad btw). the guy then began spouting things like motorola actually makes false claims and that the phone isnt actually water resistant at all, etc and that motorola just made the advertisement to lure in customers. i tried telling him that it was specifically mentioned that it is certified to last for 30 mins under 1m of water, but he said it was rubbish and that he had 4 other similar problems and those phones were in the center for months because moto didnt respond and didnt care. i left in disgust and tried the regional head's number once again - and got through!
i spoke to him and explained everything (once again) and he told me that within a week it would be rectified, and that i should go give itto the sevice center. i went back, they didnt believe me so they spoke to the reg. head and finally took the phone (it was running acustom rom at the time btw - it showed up as a defy plus that too ). i kept following up with them everyday but they kept saying the part wasnt available so it would take time. 3 weeks passed liek this, after which i went and took back the phone and asked them to call me when the part comes in. i used it for another 2 weeks or so, and gave it to them today (running CM9 this time ) and they replaced the entire casing and now i have a brand new defy! (my warranty expires in 4 days haha)
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Click to collapse
Hahaha nice nice .. proves that inexperienced people work for motorola xD
Defy 2.2.2
Those people in Jayanagar are the worst. Never EVER step into that place again. Those lazy no-good people made me run from pillar to post just to get my defy upgraded to Froyo.
Karthik K said:
Those people in Jayanagar are the worst. Never EVER step into that place again. Those lazy no-good people made me run from pillar to post just to get my defy upgraded to Froyo.
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yeah agreed, they cracked my case while repairing it for gods sake! i couldve opened it myself and done a better job.. but in the end i got a completely new body, with back cover so im satisfied (with my phone, not the service i got)
Great story!! Well I have my moto Defy+(Only 2months old! ) with service center in Pune. My problem: The colour started scaling! First I was told by service center that will get a replacement(They mailed MOTO for approval with screenshots). But last week got info that my casing will be changed despite I told that I don't wan tmy phone to be opened and demanded a replaement!. Lets see when I get back what is the condition. After waiting for so long (and ruining two of my weekends/saturdays) if I find even a small mistake in their side I will call up consumer court for sure!
Sometimes persistant paid off.. After sale customer service is never ever been a good experience..
Sent from my awesome Moto Defy: Rooted Gingerbread 2.3.6 - XDA Premium
I water damaged my HTC 10 and filed and Uh-Oh warranty claim. Unfortunately, It's not going too well (see log below).
I'd love to hear about your Uh-Oh experience, good or not. I'm curious to see if my experience is an unusual one.
7/22 - Claim initiated. I go with the authorization hold method: they place a $600 authorization hold, and overnight the phone to me ASAP (at least, that's what they promised to do in the T&C I signed). Upon receiving my replacement phone, I mail the broken phone to them. After they receive and inspect the phone, the hold is lifted.
7/23 - Hold authorized. For personal reasons, I had to put the hold on a debit card. Brief research revealed that it works just as well, except they actually withhold my money from me instead of simply placing a pending charge to a credit card. No problem, I'd have my $600 back in no time, right?
7/25 - I should have received my phone today, but the repair/swap tracking indicates it hasn't even been sent yet. Out of curiosity, I make a call to customer support. I get a young Indian lady whose English isn't perfect. She got pretty irritated when I asked her to repeat what she was saying because I couldn't understand her. I explained the issue, and she scheduled me for a repair within the next 24 hours. I rolled with it, because I thought that just meant a repair employee was going to look at my case.
7/25 - I called customer support again, because I quickly realized that she had no idea what I was talking about, and vice versa. I clearly understood this support guy, and he opened an escalation case for me. Great, someone was looking at my case. I was successfully lulled into a sense of security, which I soon realized is the sole function of HTC customer service.
7/28 - I get an email from the escalations team. In essence, they said that they were working on it, and they were closing the escalation case. No details, dates or promises. They did say I could "Rest assured that we will work on this for us to ship the phone as soon as possible." Although agitated, I foolishly 'rested assured.' and let it slide. I was leaving for vacation that day anyway, and I had accepted I was taking my frustrating temporary phone with me.
8/2 - After checking daily on the swap status and still no progress past 'request initiated,' I accepted the fact that I would have to take this nonsense with me on vacation. I contact customer support again via online chat - I'm pretty frustrated at this point, but I remain patient and calm to the service employees. The support guy reopened my escalation case, and noted they would be contacting me within 48 hours.
8/6 - After receiving no contact from anyone at HTC, I take it upon myself to take initiative and contact them via online chat (no phone service where I was staying). Of course it was Sunday, and our very busy friends in the RMA department don't work on weekends. I was told to contact during the week if I wanted answers. I decided to call them when I returned home.
8/7 - 3:00 pm - I called customer service, and after explaining my situation for the millionth time, the support lady attempted to get info from the repair department, but they were all 'on a call'. She promised that she would call me within the hour with answers.
8/7 - 5:00 pm - No call. I begrudgingly accepted responsibility for initiating contact again. I explained my situation and how escalations have been no help. I mentioned the many empty promises customer service has made over the past two weeks. My case is transferred to a new 'case manager'. He has a voice that radiates assurance and sounds like sweet molasses. He exercises (exceptional) active listening and empathy skills, and assures me he'll call repairs to find out what's up. He promised that he would call me by Wednesday (8/9) whether or not he had answers.
8/10 - No call, and the final straw
There's another similar thread in this section, I believe.
My uh oh experience sucked yugely.
I'm pretty sure that htc is going under. I love the product but their customer support communication is like a bad lsd trip. Lies, uncertainty, hard to understand English. It's really effed. After a month (yes a whole month) of dealing with calls, chats and emails, I miraculously fixed a digitizer issue I had with my 10 using the electric ignition from a BBQ lighter and gladly told htc to stick it. I pray nothing goes wrong with my phone from here on out because I'd hate to ever contact them again.
Sent from my HTC 10 using XDA-Developers Legacy app
My HTC10 power button is stuck and became hard to press. Saw few people have reported the same problem, so decided to call them and try to claim it on warranty.
Jun.12 - use online chat and they say it will be covered, so they will email me shipping label as soon as my ticket has been process by the RMA department.
Jun.14 - still no shipping label, chat with support, asked me to wait few more days.
Jun.16 - Still no shipping label, chat with support, this time the support took the responsibility and contact the right people and was able to issue me the shipping label during our chat.
Jun.17 - dropped off my phone with UPS.
Jun.22 - phone delivered to RAM center.
Jun.26 - repair status finally shows recieved
Jun.29 - repair started
July.05 - repair done.
July.07 - shipped back to me
July 12 - received.
==== up till this point, I was pretty happy with the experience... HOWEVER.....
After a few days of using, realized the initial problem (power button) is fixed and no complain, but the technician did not put back my digitizer property, the technician only assumes the original adhesive is still there so just press it back, but there is a ribbon cable behind the digitizer that kind of pushing the digitizer up, and the adhesive is no longer holding, so the digitizer slowly gets pushed up and a gap will show up at one corner. I can see that humidity and dust will get in soon or later and I will have more problem, not to mention the soft buttons are hard to press now because I now have to first push the digitizer back to position before the soft button will register my press. So here is the second round of claim:
July.17 - Chat with support on the problem, they open an escalation ticket. Again told me the shipping label will be emailed to me in a day or two.
July.20 - still no shipping label, chat with support, asked me to wait.
July.24 - still no shipping label, chat with support, this time the support said it will be emailed to me within the hour. Indeed it came within the hour.
July.25 - dropped the package off at UPS.
July.31 - arrived at RMA center.
===== NOW, here comes the bad part =====
Aug.08 - Repair tracking still shows "awaiting device", so chat with support, told me their status system has problem and is late for few days, the status will be updated in couple of days.
Aug.14 - Repair tracking still shows "awaiting device", so chat with support, checked with RMA department, said the device is there, and will be repaired and shipped to me by end of the week.
Aug.21 - Repair tracking still shows "awaiting device", so chat with support, checked with RMA, told me their status system has problem and is late for few days, the status will be updated in couple of days. (same thing the other support told me earlier), and I asked how much longer for repair, the support said there is some unexpected delay in RMA department, might take another 2 weeks...........
Sep.12 - Still no update, been chatting with them every week, I have been getting excuses like... RMA system update delay, waiting for parts, hurricane Harvey evaluation, post hurricane reduced work hours..., same excuses week after week. I have waited for 1.5 month, can't take it anymore, told the rep to just return my phone without repair. Rep said ok without any hesitation and contacted RMA department to issue a cancel of repair. And told me I will get return confirmation in 2~3 business day, of course I got nothing in 2~3days.
Sep. 20 - Chat again, this time the rep said they have raised my ticket to high priority and even requested for a new replacement phone for me, told them that's good, but only if I can get my hands on it.
Sep.25 - Got email from HTC, saying they have got my request to return the phone, so they have mailed it out.... WHAT HAPPENED TO THE RAISED PRIORITY AND NEW PHONE??? Whatever, I just want my phone back.
Sep.28 - After 2 months and 2 days without my phone, I got it back, problem still not fixed. Turned it on, it has been factory reset, AND A FXXKING SCREEN BLEED at one of the edges, they BROKE MY PHONE, it just need a glue job, and back with a broken screen. WTF.... But no point of contacting HTC again, they will just keep me waiting for another 2 month till I beg them to return it. I much rather take it to my local shop and speed $100 to replace a new digitizer and get it back within couple of hours.
My experience with HTC Uh-Oh has been TERRIBLE, they promise to take care of you, but it comes with a high price (wasted time and frustration and depreciation of your phone while you wait months till you get it back). I WOULD NOT BUY ANOTHER HTC AGAIN (after my Aria, HTC OneX, HTC8, and now HTC10, and my wife's HTC OneX and U11)
==update== Trying to setup my phone to use, and realized the digitizer is acting weird, it won't let me slide down the notification bar, even after reset. Checking phone info, guess what... the S/N is my phone, but IMEI is no longer the same, checking bootloader, it's LOCKED and S-ON, but my phone is a developer edition, should be UNLOCKED, the last flash date is Aug.14, WTF have you done with my phone, HTC???